Paid member request resolution

This playbook defines the end-to-end process for handling an inbound support inquiry from a paid member encountering access, tier, or subscription billing issues. One run covers one member inquiry from intake through evidence verification, decision gate, and confirmed resolution or formal handoff. Access to customer records is restricted to read-only queries during investigation; state changes in publication systems (Ghost or beehiiv) or billing providers (Stripe) require verified owner approval and post-execution read-back.

• Extract the member's stated issue, email address, transaction references, and requested outcome from the inbound ticket or inquiry.
• Query the publication platform (such as Ghost or beehiiv) to retrieve current member profile details, tier access status, complimentary status flags, and account creation date.
• Query the payment processor (such as Stripe) using the member's email, customer ID, or payment identifier to inspect subscription state, paid invoice history, billing period end date, outstanding unpaid balances, and chargeback/dispute flags.
• Reconcile publication entitlement status against billing provider records to identify discrepancies, distinguishing between an uncollected/unpaid invoice, an active paid invoice not reflected in member status, or multiple email identities.
• Information request. When identity or payment cannot be linked because the member's support email differs from billing records and no transaction identifier is present, request transaction details, receipt numbers, or alternate email addresses from the member before proceeding with account modifications.
• Synthesize findings into an evidence dossier documenting member claim, billing reality, entitlement status, and root cause classification (such as unpaid balance, unlinked paid transaction, tier boundary misunderstanding, or cancelation).
• Prepare an actionable resolution plan, including proposed member-facing response and specific platform adjustments (e.g., administrator tier adjustment, complimentary access grant, or hosted payment link for an unpaid invoice).
• Approval. Present the evidence dossier, root cause analysis, draft response, and proposed platform modifications to the customer success or member operations owner for explicit approval prior to updating records or issuing external communications.
• Route approved manual tier adjustments or complimentary grants to authorized platform administrators, or execute configured platform tools, then read back the updated member record to verify that access entitlement is active.
• Exception. When an external write fails, API rate limits prevent immediate verification, or an unresolvable data conflict emerges, halt automated execution, log diagnostic details, and route the case to senior engineering or support leads for manual intervention.
• Send the approved resolution communication to the member containing clear instructions, confirmed status, and direct access links.
• Conclude the case by recording the final status in the support system, documenting verified platform state, and archiving audit evidence in the run log.
• Illustrative fictional scenario: A member of a tech publication utilizing Ghost and Stripe contacts support stating their premium access was unexpectedly revoked. Investigation reveals that while the member saved a new payment method, the open Stripe invoice was not yet paid; in accordance with this publication's configured billing retry and access policy, the active entitlement was restricted. The agent summarizes the unpaid invoice balance, provides the hosted payment link, and drafts an explanatory note. The support owner approves sending the response. After the member pays the invoice via the hosted link, a subsequent check confirms the invoice status is paid, Ghost entitlement is restored to active paid status, and the ticket closes.